WeChat public platform development multiple customer service

In this WeChat public platform development tutorial, we will introduce how to use the development mode to implement a multi-customer service system.

This article is divided into the following three parts:

Reply to multiple customer service messages

Trigger multiple customer service sessions

Other instructions

1. Reply to multiple customer service messages

In the new WeChat protocol, the development mode can also be connected to the customer service system. If the developer needs to allow users to use the customer service system, they need to return a message with MsgType of transfer_customer_service when receiving the message sent by the user. When the WeChat server receives this message, it will transfer the message sent by the user this time and within a certain period of time in the future. The sent message is forwarded to the customer service system.

An example of the returned message is as follows

<xml>
    <ToUserName><![CDATA[touser]]></ToUserName>
    <FromUserName><![CDATA[fromuser]]></FromUserName>
    <CreateTime>1399197672</CreateTime>
    <MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>

The implementation of this message is as follows

//回复多客服消息
    private function transmitService($object)
    {
        $xmlTpl = "<xml>
<ToUserName><![CDATA[%s]]></ToUserName>
<FromUserName><![CDATA[%s]]></FromUserName>
<CreateTime>%s</CreateTime>
<MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>";
        $result = sprintf($xmlTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }

2. Triggering multiple customer service sessions

Generally, users want to consult The problem is, we often ask questions like "hello" and "are you there".

We use these words as trigger keywords. When the content of the text message sent by the user contains these words, multiple customer service messages will be returned to the user (the user cannot feel any content on WeChat, but the WeChat public The account will forward all the user's messages this time and in the future to customer service).

The implementation code is as follows:

//接收文本消息
    private function receiveText($object)
    {
        $keyword = trim($object->Content);
        if (strstr($keyword, "投诉") || strstr($keyword, "你好") || strstr($keyword, "在吗")){
            $result = $this->transmitService($object);
        }

        return $result;
    }

3. Complete code

responseMsg();
}else{
    $wechatObj->valid();
}

class wechatCallbackapiTest
{
    //验证消息
    public function valid()
    {
        $echoStr = $_GET["echostr"];
        if($this->checkSignature()){
            echo $echoStr;
            exit;
        }
    }

    //检查签名
    private function checkSignature()
    {
        $signature = $_GET["signature"];
        $timestamp = $_GET["timestamp"];
        $nonce = $_GET["nonce"];
        $token = TOKEN;
        $tmpArr = array($token, $timestamp, $nonce);
        sort($tmpArr, SORT_STRING);
        $tmpStr = implode($tmpArr);
        $tmpStr = sha1($tmpStr);

        if($tmpStr == $signature){
            return true;
        }else{
            return false;
        }
    }

    //响应消息
    public function responseMsg()
    {
        $postStr = $GLOBALS["HTTP_RAW_POST_DATA"];
        if (!empty($postStr)){
            $this->logger("R ".$postStr);
            $postObj = simplexml_load_string($postStr, 'SimpleXMLElement', LIBXML_NOCDATA);
            $RX_TYPE = trim($postObj->MsgType);

            switch ($RX_TYPE)
            {
                case "event":
                    $result = $this->receiveEvent($postObj);
                    break;
                case "text":
                    $result = $this->receiveText($postObj);
                    break;
            }
            $this->logger("T ".$result);
            echo $result;
        }else {
            echo "";
            exit;
        }
    }

    //接收事件消息
    private function receiveEvent($object)
    {
        switch ($object->Event)
        {
            case "subscribe":
                $content[] = array("Title" =>"欢迎关注方倍工作室", "Description" =>"使用方法：\n1.发送快递单号,例如6367532560,可查询快递详情", "PicUrl" =>"http://www.3856.cc/weixin/weixin/logo.jpg", "Url" =>"");
                break;
            default:
                $content = "receive a new event: ".$object->Event;
                break;
        }
        
        if(is_array($content)){
            if (isset($content[0])){
                $result = $this->transmitNews($object, $content);
            }else if (isset($content['MusicUrl'])){
                $result = $this->transmitMusic($object, $content);
            }
        }else{
            $result = $this->transmitText($object, $content);
        }
        return $result;
    }

    //接收文本消息
    private function receiveText($object)
    {
        $keyword = trim($object->Content);
        if($keyword == "时间" || $keyword == "测试"){
            $content = date("Y-m-d H:i:s",time());
            $result = $this->transmitText($object, $content);
        }
        //触发多客服模式
        else if (strstr($keyword, "您好") || strstr($keyword, "你好") || strstr($keyword, "在吗") || strstr($keyword, "有人吗")){
            $result = $this->transmitService($object);
            return $result;
        }
        return $result;
    }

    private function transmitText($object, $content)
    {
        $textTpl = "


%s


";
        $result = sprintf($textTpl, $object->FromUserName, $object->ToUserName, time(), $content);
        return $result;
    }

    private function transmitNews($object, $newsArray)
    {
        if(!is_array($newsArray)){
            return;
        }
        $itemTpl = "    
        
        
        
        
    
";
        $item_str = "";
        foreach ($newsArray as $item){
            $item_str .= sprintf($itemTpl, $item['Title'], $item['Description'], $item['PicUrl'], $item['Url']);
        }
        $newsTpl = "


%s


%s

$item_str
";

        $result = sprintf($newsTpl, $object->FromUserName, $object->ToUserName, time(), count($newsArray));
        return $result;
    }

    private function transmitMusic($object, $musicArray)
    {
        $itemTpl = "
    
    
    
    
";

        $item_str = sprintf($itemTpl, $musicArray['Title'], $musicArray['Description'], $musicArray['MusicUrl'], $musicArray['HQMusicUrl']);

        $textTpl = "


%s

$item_str
";

        $result = sprintf($textTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }
    
    //回复多客服消息
    private function transmitService($object)
    {
        $xmlTpl = "<xml>
<ToUserName><![CDATA[%s]]></ToUserName>
<FromUserName><![CDATA[%s]]></FromUserName>
<CreateTime>%s</CreateTime>
<MsgType><![CDATA[transfer_customer_service]]></MsgType>
</xml>";
        $result = sprintf($xmlTpl, $object->FromUserName, $object->ToUserName, time());
        return $result;
    }
    
    private function logger($log_content)
    {
        if(isset($_SERVER['HTTP_APPNAME'])){   //SAE
            sae_set_display_errors(false);
            sae_debug($log_content);
            sae_set_display_errors(true);
        }else if($_SERVER['REMOTE_ADDR'] != "127.0.0.1"){ //LOCAL
            $max_size = 10000;
            $log_filename = "log.xml";
            if(file_exists($log_filename) and (abs(filesize($log_filename)) > $max_size)){unlink($log_filename);}
            file_put_contents($log_filename, date('H:i:s')." ".$log_content."\r\n", FILE_APPEND);
        }
    }
}
?>

4. Other notes

1. After testing, return in the custom menu Multiple customer service messages cannot allow users to enter multiple customer service states.

2. After using multiple customer service messages, all subsequent messages will be forwarded as customer service messages for a period of time, and the automatic replies in the original development mode will be invalid! ! !

For more WeChat public platform development and multi-customer service related articles, please pay attention to the PHP Chinese website!